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Customer Service Representative Resume Example

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AmeliaCollins
Summary

Results-driven [Job Title] leveraging [Number] years of proven skills in establishing strong rapport with clients. Highly-knowledgeable in [Product or Service] offerings, [Software] use and [Skill]. Collaborative team player diligent about contributing to achievement of group goals. Results-driven Customer Service Specialist highly skilled in account management and sales techniques. Bringing [Number] years of experience in professional communication with customers and peers. Skilled communicator known for contributing to repeat business. Positive, upbeat [Job Title] brings more than [Number] years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Enthusiastic Client Service Representative with [Number] years of client interface experience. Well-versed in [Industry] products, services and consumer trends. Skilled in both individual and team roles paired with expertise in training and mentoring new staff on company objectives.

Skills
  • Customer relations
  • Project management abilities
  • Process optimization
  • Call Center Operations
  • Microsoft Office expertise
  • Problem-solving abilities
  • Quality assurance controls
  • Inbound and Outbound Calling
  • In-store support
  • Retail sales customer service
  • Senior leadership support
  • Quality control
  • Office equipment proficiency
Experience
Customer Service Representative, Company Name, April 2011-February 2012City, State
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assessed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Remained constantly aware of customer activity to ensure safe and secure shopping environment.
  • Made outbound calls to obtain account information.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Answered [Number]+ inbound calls per day and directed to individuals or departments.
  • Reviewed account and service histories to identify trends and issues.
  • Set up and activated customer accounts.
  • Recommended improvements to products and services to mitigate complaints.
  • Answered customer questions and addressed concerns, resulting in [Number]% reduction in complaint calls.
  • Relayed productive customer feedback to marketing teams.
  • Trained new employees on procedures and policies to maximize team performance.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
  • Upheld privacy and security requirements established by [Type] regulatory agencies.
  • Worked with [Job title] to develop customer service improvement initiatives.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
  • Interviewed customers regarding [Type] issues and reported feedback to management team.
  • Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
  • Exceeded company productivity standards on consistent basis.
General Manager, Company Name, January 2000-April 2011City, State
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Designed sales and service strategies to improve revenue and retention.
  • Managed shrink processes and inventory levels for corrective action planning to save costs.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Strengthened product branding initiatives and maximized outreach by overseeing acquisitions, events and business development.
  • Maximized time and manpower by consolidating data, payroll and accounting programs into one centralized system.
  • Tracked monthly sales to generate reports for business development planning.
  • Mitigated regulatory risks by overseeing compliance visits and adhering to protocol.
  • Facilitated monthly workshops to share best practices to optimize productivity.
  • Oversaw all corporate communications to streamline data and information sharing initiatives.
  • Delivered and implemented engagement, diversity and cultural programs using robust reporting tools to improve productivity and enhance staff morale.
  • Participated in organizational transformation and implementation activities to monitor corporate restructures.
  • Diminished financial discrepancies by monitoring quotes, production and material planning and bank reconciliations.
  • Liaised with cross-functional teams to develop product positioning strategies.
  • Forecasted outlook by mitigating operational risk and compiling performance, financial, headcount and AUM data.
  • Directed successful turnaround by eliminating over $[Amount] in debt within one quarter.
Regional Training Manager, Company Name, February 2012-December 2020City, State
  • Mentored team members to succeed and advance within department and company.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Presented training information via role playing, simulations and team exercises.
  • Conducted evaluations of training courses to uncover areas in need of improvement.
  • Created effective training course objectives, course content and all materials.
  • Managed training calendar for entire fiscal year, including setting course plans, training spaces and department rotations.
  • Effectively trained instructors and supervisors on techniques for managing employees.
  • Analyzed employees' skill levels and implemented new techniques to boost staff knowledge.
  • Created testing and evaluation procedures to assess performance before, during and after training sessions.
  • Oversaw training courses and promotional paths for professionals and leaders.
  • Analyzed each department's training needs and developed new training programs based upon data collected.
  • Designed training modules implementing strategic business practices and organizational behavior training concepts.
  • Led training classes and recorded instruction for later use.
  • Supervised average of [Number] training specialists in [Type] department, overseeing work, optimizing performance and motivating excellence.
  • Led trainings for up to [Number] employees on weekly basis.
  • Determined course objectives and found or wrote course materials to cover topics.
  • Identified key skill gaps in [Type] department employees and created training classes to effectively educate target individuals.
  • Offered specific training programs to help workers improve [Skill] and [Skill].
  • Monitored training costs to maintain training budget.
  • Utilized [Type] technology to train new employees and provide effective onboarding.
  • Maintained corporate responsibility by staying up-to-date with laws affecting human resource training programs.
  • Delivered training material to diverse audiences of both blue and white-collar professionals.
  • Monitored team leader incentive and motivational programs.
  • Prioritized required training classes to fit into schedules for [Job title]s and [Job title]s.
  • Led training programs designed to implement new agent performance management standards for [Number] departments.
  • Developed first training manual for [Industry] company.
  • Directed [Number] yearly training courses for [Number] participants.
  • Facilitated training on benefits, FMLA and CFRA, new employee orientation and performance appraisals.
  • Created training budgets for [Number] departments with more than [Number] employees.
Education and Training
High School DiplomaBunkie Magnet High School, , CityStateJune 1985
Notary, , National Notary Association, CityState
Computer Certification, , Computer School, 1986
Accomplishments

Controlled training of over 74 restaurants as both a General Manager and Training Manager.

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80Good
Resume Strength
  • Completeness
  • Formatting
  • Strong summary

Resume Overview

School Attended

  • Bunkie Magnet High School
  • National Notary Association
  • Computer School

Job Titles Held:

  • Customer Service Representative
  • General Manager
  • Regional Training Manager

Degrees

  • High School Diploma

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